What we can help with

We support the application. That is the whole of it, and it is worth being exact about, because the boundary is not obvious from the outside.

What we will help with

• The app itself: installing it, signing in, crashes, freezes, blank screens, anything that behaves differently from how it is documented.
• Playback problems that are ours: wrong aspect ratio, subtitles that will not enable, audio that will not switch track, controls that do not respond.
• Your account and subscription: devices, seats, profiles, billing, cancellation, data export and deletion.
• The features around playback: recordings, the guide, favorites, profiles, multiview, sport pages, parental controls.
• Anything that behaves differently on one of your devices than on another, where both are running our app.

If you are not sure which side a problem is on, ask us anyway. Working that out is part of what support is for, and is it the app or your source? covers the common cases.

What we cannot help with

We do not identify, recommend, evaluate or troubleshoot sources.

That means we will not tell you where to obtain a playlist or portal, whether a particular source is any good, whether one is legitimate, or why one of their streams is failing. We will not contact a source for you, and we cannot test one on your behalf.

This is not a policy we apply reluctantly to awkward questions. We hold no relationship with any source, and our servers never fetch or read your channel list, so we have no way to answer these questions even when we would like to. See how the app handles your data.

Why we are strict about it

A player that recommended sources would be making a claim about content it has never seen and cannot verify. It would also stop being a player and start being a directory, which is a different product with different obligations.

Keeping the line clear is what lets the app stay useful to people who already have a source they trust, and it is why the answer is the same every time you ask, from every member of support.

What happens when you ask anyway

You will get a straight answer saying we cannot help with that specific thing, and a pointer to what we can do instead. You will not be ignored, and it does not count against you.